request for proposals interactive voice response...
TRANSCRIPT
REQUEST FOR PROPOSALS
INTERACTIVE VOICE RESPONSE
SYSTEM IMPLEMENTATION
ISSUE DATE: March 16, 2018 PROPOSALS DUE: April 25, 2018
TABLE OF CONTENTS SCHEDULE AND SOLICITATION DOCUMENT ........................................................................................................................... 1
SOLICITATION, OFFER AND AWARD ...................................................................................................................................... 1
ACKNOWLEDGMENT OF AMENDMENTS .............................................................................................................................. 2
INTRODUCTION ........................................................................................................................................................................... 3
INSTRUCTIONS TO PROPOSERS ............................................................................................................................................... 5
SCOPE OF WORK ....................................................................................................................................................................... 14
PRICE SCHEDULE ...................................................................................................................................................................... 25
SPECIAL PROVISIONS ................................................................................................................................................................... 29
1. TYPE OF CONTRACT ........................................................................................................................................................... 29
2. PERIOD OF PERFORMANCE .............................................................................................................................................. 29
3. OPTIONS ................................................................................................................................................................................ 29
4. PAYMENT .............................................................................................................................................................................. 29
5. DISADVANTAGE BUSINESS ENTERPRISE (DBE) REQUIREMENT ............................................................................. 29
6. DOCUMENTATION .............................................................................................................................................................. 29
7. SAFETY SENSITIVE INFORMATION (SSI) DOCUMENTATION ................................................................................... 30
END OF SECTION
1
SCHEDULE AND SOLICITATION DOCUMENT SOLICITATION, OFFER AND AWARD
CONTRACT
NO. P20180305
Interactive Voice
Response System
SOLICITATION NO.
SEALED
BIDDING X NEGOTIATED
DATE ISSUED
March 5, 2018
ADDRESS OFFER TO
Christopher Rowland
104 Keystone Place
Charlottesville, VA
22902
SOLICITATION INFORMATION
Sealed offer (See proposal instructions) for providing the services in the Schedule will be received at JAUNT until
April 25, 2018, 1:00 p.m. Local Time.
All offers are subject to the following:
1. Solicitation Instructions, Schedule, Special Provisions, and General Conditions, included herein.
2. Solicitation amendments.
3. Such other provisions, representations, certifications, specifications, and documents as are attached or incorporated herein by
reference.
SCHEDULE (To be completed by Offeror)
ITEM NO. SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE BID AMOUNT
THIS SECTION NOT USED
OFFEROR (To be completed by Offeror)
Name
Address
Phone
Fax
This is a binding offer subject to the terms and
conditions contained herein and represent the bidder’s
full compliance and intent to stay in compliance with
the certifications and assurances herein.
Name and Title of Person Authorized to Sign Offer
Signature Offer Date
AWARD (To be completed by Contracting Officer) ACCEPTANCE AND AWARD ARE HEREBY MADE FOR THE FOLLOWING ITEM(S):
ITEM NO. DESCRIPTION QUANTITY UNIT UNIT PRICE BID AMOUNT
The total amount of this award is $
Name of Contracting Officer and Organization Signature Award Date
X
2
ACKNOWLEDGMENT OF AMENDMENTS
Solicitation No.: P20180305 Title: Interactive Voice Response System
The undersigned as part of submission of an offer for the above solicitation hereby acknowledges
receipt of the following amendments and certifies that the offer has been prepared in accordance
with their provisions:
AMENDMENT NO. DATE TITLE/SUBJECT
ACKNOWLEDGED BY:
(SIGNATURE)
SIGNER’S NAME: TITLE:
FIRM NAME: DATE:
END OF SECTION
3
1. Purpose
INTRODUCTION
JAUNT is requesting proposals from qualified firms to implement an Interactive Voice Response
(IVR) system to provide route, schedule, real-time and general information to demand response
and commuter route passengers.
2. Solicitation Process
This Request for Proposals is intended to solicit and obtain the qualifications of professional
Contractors, their capabilities, and their approach to this project, all in the context of the scope of
services defined herein. The award decision will be based on the evaluation criteria identified
herein. JAUNT anticipates that it will make an award on the basis of initial proposals, without
discussions (except to clarify information in a proposal) or negotiations. However, JAUNT
reserves the right to hold discussions and negotiations as it considers necessary. If discussions are
held, they will be with all firms considered to have a reasonable chance of obtaining the award,
after which JAUNT may request the firms remaining in competitive range submit a Best and
Final Offer (BAFO).
JAUNT reserves its right to reject any and all proposals, to award to other than the lowest-priced
proposal, and to cancel this solicitation at any time before or after receipt of proposals.
3. Solicitation Distribution
Solicitation packages, including any amendments, clarifications, and other information pertinent
to this solicitation will be posted to the “JAUNT RFP” section of the JAUNT website:
http://www.ridejaunt.org/projects.asp. While JAUNT will attempt to communicate such
information to known recipients of the RFP, it is the responsibility of proposers to ensure that they
obtain such information from an authoritative source. JAUNT will not provide printed copies of
the solicitation package; it will provide a CD of the package at a charge of $55.00 per copy,
payable by certified checks or money orders only. Questions or requests for a CD should be
addressed to Christopher Rowland, Chief Administrative Officer, at [email protected].
4. Procurement Schedule
The following schedule is provided for general guidance only, and is subject to change as the
solicitation goes forward:
ACTIVITY DATE
RFP Issued March 16, 2018
4
Pre-Proposal Conference
Wednesday, March 28, 2018, 9:00 a.m. at 104
Keystone Place Charlottesville, VA 22902
Last Date for Receipt of Questions Friday, April 13, 2018
Proposals Due Wednesday, April 25, 2018, 1:00 p.m.
Anticipated Award Date June 2018
Important Notice:
Effective immediately upon release of this Request for Proposals (RFP), and until notice of
contract award, all official communications from proposers regarding the requirements of
this RFP shall be directed to the individual identified below in accordance with the
Instructions to Proposers, Section 9, and Communications with JAUNT:
Christopher Rowland
Chief Administrative Officer
104 Keystone Place
Charlottesville, VA 22902
5. Term of Contract
The term of the Contract shall be for a base period of up to twelve (12) months beginning with the
date specified in the Notice of Award and concluding on Acceptance to complete installation,
configuration and implementation of the IVR System. JAUNT may extend the Contract for four
(4) additional option years from the date of Final Acceptance of the IVR System.
END OF SECTION
5
INSTRUCTIONS TO PROPOSERS
1. Cautions to Offerors
A. Offerors are expected to examine all elements of this Request for Proposals. Failure to do so
will be at the offeror's risk.
B. Except as otherwise stated herein, “days” shall be considered to be calendar days.
2. Preparation of Proposals
Proposers shall submit one (1) original and five (5) hard copies of each volume, and one (1)
electronic copy in PDF format.
Business and Technical Proposals shall be submitted in separate sealed volumes identified
on the outside of the package with the name of the proposing firm, the number and title of
the solicitation. The proposal should be submitted in a binder permitting JAUNT to readily
remove pages for distribution or copying, and should be limited to 8.5 x 11 paper unless
otherwise requested or necessary.
The contents of the proposal reflect the offeror’s approach to the project. A sufficient amount of
detail needs to be included to permit a full and fair evaluation of the proposal. However, overly
elaborate proposals; proposals which provide generic information or information not relevant to
the subject matter of the solicitation, and proposals which do not show the capability to follow the
instructions given herein will usually receive lower scores than those that reflect these instructions.
JAUNT reserves the right to reject all or any proposals, to award to a proposal other than the
lowest priced, and to award a Contract without discussions, except for clarifications which do not
modify the proposal or negotiations. Each offeror should therefore ensure that its initial
submittal represents the best possible combination of technical merit and low price.
3. Volume I, Business Information
This volume shall address all non-technical aspects of the solicitation, including but not limited to
the following:
Cover letter, identifying the principal point of contact for the proposer by name, title, mailing
address, telephone, facsimile, and email address.
Tab A Signed Solicitation, Offer and Award form
Tab B Acknowledgment of any amendments
Tab C Completed and Signed Price Schedule
Tab D Completed and Signed Appendix B, Responsibility Questionnaire
6
Tab E Completed and Signed Appendix C, Past Performance References
Tab F Certificate of Insurance, with JAUNT named as additional insured (Due upon notification of
intent to award)
Tab G Any exceptions to the contractual terms and conditions, if applicable.
4. Volume II, Technical Proposal
This volume shall address technical requirements, experience, qualifications, past performance,
and references. Proposers should address all relevant aspects of the solicitation instructions, basis
for award, evaluation factors, and Scope of Services. The proposal should address each element
of the Scope of Services and each evaluation factor as listed. The content should include:
Cover letter
Table of Contents
Tab A Executive Summary of the Offeror’s Capabilities and Skills
Tab B Description of the Offeror’s Capabilities and Skills to include:
• General history and background of the firm, and its partners or associates,
including its ownership, size, and lines of business and specialties. Also include the
number of years the firm has been providing these services and the volume of business
currently conducted.
• A description of the firm’s approach to the types of services described herein,
identifying points of contact and responsibility within the firm, and whether specific
portions of the services will be provided by outside firms.
• Provide at least three (3) references for similar services performed within the past
five years that include specific written project descriptions and contracts detailing the
firm’s professional experience and accomplishments similar to the scope
requirements defined herein. Also include the points of contact by name, title,
address, phone number and email address.
Tab C Description of the Offeror’s Qualifications to include:
• Offeror’s Key Personnel, including identification of proposed assignments for this
contract, and describe the office which will be responsible for the management and
administration of this contract.
• Provide an organization chart describing the project staff structure and how it relates
to the overall organization.
• Provide resumes and experience for key personnel proposed to participate in and
supervise these services on a regular basis.
7
• Provide detailed experience regarding the firm’s expertise in receiving large volume
inbound data collection inquiries and outbound calls.
Tab D Functional Requirements and Performance
Provide a detailed summary and diagram of the design. Include any customizations or
deviations required in order to accommodate the stated requirements in this RFP.
Tab E Technical Requirements
Provide a detailed outline, summary and diagram of the Technical Requirements.
Tab F Project Management
Provide a detailed outline and summary of all Project Management requirements.
Tab G Training
Provide a detailed outline and summary of the Training Requirements.
Tab H Integration
Provide a detailed outline and summary of the Integration plan and procedures.
Tab I Testing
Provide an outline of all testing requirements, timeframes, required resources and support
during the testing phase.
Tab J Reporting
Provide a detailed outline and summary of the Reporting Requirements.
Tab K Project Schedule
Provide a detailed project schedule that outlines all of the activities for this project.
Tab L Support and Maintenance
• Describe and document how the firm will provide ongoing support.
• Provide a comprehensive maintenance plan and schedule defining how often
maintenance is done, the required hours and how the firm can accommodate this plan
without service interruptions.
Tab M Options
Provide a detailed outline, summary and individualized pricing for the Optional Features
defined in the Scope of Work. Pricing for these options shall be provided as an attachment to
the Price Schedule in Volume I, Tab C.
Tab N Narrative summary of deviations from the Scope of Services outlined in the RFP.
8
5. Pricing
Pricing will be on the basis of a not-to-exceed price. The prices proposed shall include all direct
costs, indirect costs, overhead and profit, and represent the total amount payable by JAUNT for
these services.
6. Evaluation Criteria (in order of relative importance)
A. Technical Merit (70 Points)
Technical Approach (40 points)
The technical proposal should enable evaluators to make a thorough evaluation as to whether
the proposal will meet JAUNT’s requirements. Each technical proposal shall be detailed
and complete as to clearly demonstrate the offeror’s proposed approach and that the offeror
has a thorough knowledge and understanding of providing and implementing an Interactive
Voice Response system as described in the Scope of Work.
Firm Experience and Qualifications (20 points)
The proposal should clearly indicate the firm's history/experience in performing similar work,
preferably for organizations similar to JAUNT and/or projects similar to the Project described
herein. Specific topics include:
o Offeror’s performance history and experience
o Offeror’s understanding of requirements and approach to providing the services
o Discussion of factors which separates this approach from others
Past Performance (10 Points)
Relevant references including the customer’s name, contact person's name, telephone number,
and email address. Each reference should identify the project involved, the starting and ending
dates, and the Scope of Work performed, identifying any features of particular significance for
this Project.
B. Price. (30 Points)
The price for each offeror will be compared against the values assigned the various elements
of the technical proposal. The evaluators will determine whether additional technical merit in
a proposal justifies a higher price. The objective of this process is to obtain the best available
combination of technical capability and price.
7. Evaluation Process
Proposals will be evaluated by a panel of JAUNT personnel possessing appropriate expertise in
the subject matter of the solicitation, generally in accordance with the following process. The
9
Evaluation Panel will be led by the Chief Administrative Officer. The Evaluation Panel may
utilize other resources inside or outside JAUNT for assistance in the evaluation process. The
proceedings of the evaluators shall be considered confidential and not subject to public disclosure
to the fullest extent permitted by the Virginia Freedom of Information Act.
An initial evaluation will be made of all proposals received. Based on this evaluation, the Chief
Administrative Officer may (1) determine that one proposal is clearly superior to all others;
determine that the price of that proposal is fair and reasonable; and recommend that JAUNT accept
that proposal without discussions; (2) determine that no proposals are capable of meeting
JAUNT’s needs and recommend cancellation of the solicitation; or (3) determine which firms,
based upon the initial proposals received, are capable of meeting JAUNT’s requirements at prices
capable of being determined fair and reasonable after negotiations (the competitive range).
Following the initial evaluation, offerors may be requested to submit additional information in
writing, by telephone or by a meeting with the evaluators. The Evaluation Panel may then (1)
recommend a proposal for award; (2) narrow the number of firms considered for award; (3) request
additional information; (4) recommend one or more firms for negotiations; or (5) determine that
no offeror is capable of meeting JAUNT’s requirements and recommend cancellation of the
solicitation. This may include investigation of an offeror’s responsibility, including contact with
previous customers of the offeror. Discussions may be conducted with the offerors who remain
within the competitive range, through oral presentations, written presentations, or electronic
communications, as the Chief Administrative Officer deems appropriate.
Price and Technical negotiations will be conducted only with offerors within the competitive
range, as determined by the Chief Administrative Officer. Offerors may be requested to provide
additional pricing information and clarifications, or certified cost or pricing data, if deemed
appropriate by the Chief Administrative Officer. Proposals whose combination of technical and
pricing offers are considered incapable of receiving an award may be rejected.
At the end of the evaluation/negotiation process, the Chief Administrative Officer may request
all offerors under consideration for award to submit a Final Proposal Revision (also called a Best
and Final Offer), incorporating the offeror’s best technical and financial offer based upon the
discussions and negotiations conducted. Receipt of such offers shall denote the close of the
evaluation/negotiation process, and, unless the Chief Administrative Officer determines that no
Final Proposal Revision is capable of award, no further proposal modifications will be permitted.
Upon completion of the evaluation and negotiation process, the Evaluation Panel shall determine
the proposal which represents the best overall value to JAUNT, and the Chief Administrative
Officer will prepare a recommendation that JAUNT accept the proposal and award a Contract.
Upon JAUNT approval, the Contract will be executed on behalf of JAUNT and issued to the
successful offeror.
JAUNT reserves the right at any time during the evaluation process to reject some or all
10
proposals; award a Contract without further discussions or negotiations; or to award a Contract to
other than the lowest-priced proposal.
The Chief Administrative Officer may conduct a pre-award survey to determine if an offeror is
responsible both financially and technically and has the capability to perform the work.
8. Basis for Award
This is a negotiated procurement based on best value as described herein.
9. Communications with JAUNT
All communication in regard to any aspect of this solicitation shall be with the Chief
Administrative Officer, not with any other of its employees or Contractors, in regard to any aspect
of this solicitation. Violation of this requirement may lead to the rejection of the offender’s
proposal or cancellation of the solicitation. If the offense is egregious and causes cancellation of
the procurement, the offending party will not be permitted to participate in any re-solicitation as
either an offeror or a Subcontractor.
Any explanation desired by an offeror regarding the meaning or interpretation of any portion of
the solicitation shall be requested in writing. Oral explanations or instructions given before the
award of the Contract shall not be binding. Material information which alters a substantive portion
of the solicitation will be furnished promptly to all prospective offerors as a written amendment.
Matters clarifying but not altering the solicitation may be provided in writing to all prospective
offerors, but shall not amend the solicitation.
10. Solicitation Amendments
Revisions and amendments shall be announced by written amendment to this solicitation. Copies
of such amendments shall be furnished to all prospective offerors known to the Chief
Administrative Officer, and may be posted on an internet site if one is established for this
solicitation. If the revisions and amendments require substantial changes to the contents of
proposals, the time for receipt of proposals may be extended at the discretion of the Chief
Administrative Officer. Offerors are responsible for ensuring that they have received all
amendments and incorporated any changes in their proposals.
Offerors are requested to acknowledge receipt of all amendments as part of the Solicitation, Offer
and Award form. Failure to acknowledge an amendment will not automatically disqualify an
offeror, but failure to address any changes in the proposal may lead to it receiving a lower score
than would otherwise be the case.
11
11. Submission of Proposals
Offers and modifications thereof shall be enclosed in sealed envelopes and addressed to the office
specified in the Schedule. Electronic proposals or modifications will not be considered unless
specifically authorized in this solicitation or by the Chief Administrative Officer. Offers or
modifications thereto may be withdrawn by written or electronic notice, provided such notice is
received prior to the hour and date specified for receipt or proposals or modifications.
Proposals shall be mailed or hand-delivered to the following address:
Christopher Rowland
Chief Administrative Officer
104 Keystone Place
Charlottesville, VA 22902
12. Late Submissions, Modifications, and Withdrawals of Offers
Any proposal, modification, or revision, that is received at JAUNT’s office after the exact
time specified for receipt of proposals is “late” and will not be considered.
13. Electronic Communications
To the extent permitted herein, communications to or from JAUNT may be by electronic means.
Any electronic communication sent to JAUNT must be confirmed by hard copy received by
JAUNT not more than forty-eight (48) hours after the initial electronic communication is sent.
14. Minimum Proposal Acceptance Period
JAUNT requires a minimum acceptance period of ninety (90) calendar days after receipt of the
proposal or any modification thereof, including a Final Proposal Revision.
15. Contract Award and Notice to Proceed
A. A written award or acceptance of offer mailed or otherwise furnished to the successful
offeror within the time for acceptance specified in the offer shall result in a binding
Contract without further action by either party.
B. A Notice to Proceed (NTP) shall be issued by JAUNT before any work begins on this
Contract. A conference may be held to issue the Notice and to establish a working
understanding of the Contract and work required. The NTP establishes the beginning of
the performance period.
16. Notice of Protest Policy
JAUNT policy and procedure for the administrative resolution of protests is set forth in Section
10 of the Procurement Policy. The Procurement Policy contains strict rules for filing a timely
protest, for responding to a notice that a protest has been filed, and other procedural matters.
JAUNT has, in this Section, defined matters which may be protested, the form of protest, and the
time limits for submitting protests during different stages of the procurement process. Chapter
12
VI, §1 of Federal Transit Administration (FTA) Circular 4220.1F addresses protests of
solicitations utilizing Federal funds. FTA will only review protests regarding the alleged failure
of the grantee to have a written protest procedure or failure to follow such procedure, or protests
alleging a violation of Federal law or regulation. FTA will not consider a protest until the
protestor has exhausted its local administrative remedies.
17. Oral Presentations
Oral presentations may be required. If so, oral presentations will be conducted with all firms in
the competitive range. The oral presentation should utilize a visual methodology such as
PowerPoint™ or overhead slides and include printed copies for the evaluators. No cost/price
information shall be included in the presentation. The purpose of the presentation is to provide
clarifications and to respond to any questions or concerns regarding the proposal raised by the
evaluators. The presentation itself is not an evaluation factor; however, any clarifications,
discussions, or changes to a proposal requested as a result of the presentation shall be made in
writing and will thereafter be considered in the evaluation.
18. Restriction on Disclosure and Use of Data
JAUNT is subject to the Virginia Freedom of Information Act (Code of Virginia, § 2.2-
3700 et seq.). To the extent permitted by that Act, JAUNT shall provide all reasonable
precautions to ensure that information properly identified by an offeror as proprietary is held
confidential within the review process. Offerors shall attach to each page containing any
proprietary data of any proposal or modification thereof the following legend:
This page contains data which is proprietary to the offeror or confidential business
information not subject to disclosure under the Virginia Public Records Act, JAUNT
policies, or the terms of this solicitation. It is therefore not to be disclosed inside or
outside JAUNT, be duplicated, or used in whole or in part, for any purpose other than
to evaluate this offer; provided that, if a Contract is entered into on the basis of this
offer, JAUNT shall have the right to duplicate, use, and disclose this data as part of the
Contract document or as required for performance of the Contract.
Identification of such proprietary information must be specific. Any general identification of the
document as a whole, or of pages which patently do not contain proprietary information, shall
render the entire document non-confidential.
19. Disadvantaged Business Enterprise (DBE) Participation:
No DBE goal is assigned for this solicitation.
Although no DBE goal will be imposed on the Contract, JAUNT encourages the Contractor to
utilize the DBE Directory as certified DBE’s do exist for contracting opportunity, although in
negligible numbers. Any DBE participation on the Contract will be counted as race-neutral
DBE participation.
13
20. Organizational Conflicts of Interest:
Unless specifically exempted from the conditions of this provision by the Chief Administrative
Officer, any JAUNT Contractor, Subcontractor, subsidiary, or other entity which is legally
related to an entity or party which develops or drafts specifications, requirements, statements of
work, Invitations for Bids, or otherwise is in a position to influence the nature, scope or
conditions of a subsequent Commission solicitation or Contract, shall be excluded from
competing under such solicitation or receiving such Contract. If a proposer is uncertain whether
or not a conflict exists, it should promptly contact the Chief Administrative Officer for a
determination.
21. Ineligible Proposers
No excluded proposer listed on the U.S. Government’s System for Award Management (SAM) or
otherwise barred from public contracting by the U.S. government or the Commonwealth of
Virginia shall be awarded a Contract hereunder. SAM may be found at
https://www.sam.gov/portal/public/SAM/. The Virginia Department of General Services
Debarred List and Suspended List may be found at http://www.eva.virginia.gov/.
END OF SECTION
14
SCOPE OF WORK
INTERACTIVE VOICE RESPONSE SYSTEM IMPLEMENTATION
1. Introduction
JAUNT is seeking a qualified Contractor to implement an Interactive Voice Response (IVR)
system to provide route, schedule, real-time, and general customer service information. The Goal
is to reduce the number of calls from passengers that require a live agent.
2. Background Information
JAUNT provides paratransit, demand response, and commuter route services to the Central
Virginia region of Virginia. JAUNT’s services provide over 300,000 trips each year, but do not
currently have an IVR system.
JAUNT’s Current Customer Service Center Statistics:
The numbers are based on monthly reports from the current phone system, ShoreTel.
Average calls per month: 15,000
Average calls per year: 180,000
Current hours of operation:
• 5:00 a.m. to 10:30 p.m. Monday through Friday
• 6:00 a.m. to 10:30 p.m. on Saturdays
• 7:00 a.m. to 6:30 p.m. on Sundays
Current Environment
JAUNT does not currently have an IVR system.
JAUNT utilizes Trapeze PASS Workstation for paratransit, demand response, and commuter
scheduling.
JAUNT utilizes ShoreTel phone systems.
3. Scope of Services
The Contractor shall design, configure, test, implement, maintain, monitor and support an
automated IVR system that provides bus schedule information via telephone.
The IVR system shall be hosted by the Contractor utilizing the Contractor’s hardware and
infrastructure. The Contractor shall offer a solution based on a Software-as-a-Service (SaaS)
model.
The Contractor shall furnish the following items and services, as well as any additional items and
services that may be required to support a functional IVR system.
15
General Requirements
1. The Contractor shall assist JAUNT with completing a final design of the proposed
system.
2. The Contractor shall send a design team to meet and work with key departmental staff
at JAUNT, as deemed necessary, to finalize the system design.
3. After completion of the final design by the Contractor, a review of the final design shall
be jointly conducted by JAUNT and the Contractor to approve the design.
4. As call volumes grow, the Contractor shall expand the call handling capacity of the
IVR system without a significant re-engineering or redesign effort.
5. The Contractor shall describe the call flow for a typical completed call, with the call
originating from a customer’s phone dialing the published JAUNT number, the call
being answered by the proposed IVR system, and the call possibly being sent over
to JAUNT’s Reservations Department, Dispatch Department, or Receptionist by the
IVR system. This description shall include information regarding the proposed
infrastructure provider(s) to be used for each segment of a typical call flow.
6. The Contractor shall submit proposal to address each of the following options:
a. No recurring telephony costs for JAUNT; or,
b. Tiered billing structure for JAUNT based on call volumes.
7. The Contractor shall clearly outline all telephony related requirements and
assumptions.
Functional Requirements
The proposed IVR system shall meet or exceed the following:
1. Answer the calls to JAUNT’s published phone number on a twenty-four (24) hour a day
basis, 365 days a year.
2. Be voice as well as touch tone driven.
3. Be capable of offering information in English as well as Spanish languages with an
option for additional languages in the future.
4. Optionally, if used for commuter route service, accept stop, route, and direction information
from the caller by name as well as numbers.
5. Be capable of handling multiple concurrent calls and be scalable to meet the call volume.
6. Deliver prompt and efficient customer information.
7. Provide a simple user interface.
16
8. Seamlessly transfer a call to the JAUNT Reservations Department, Dispatch Department, or
Receptionist if the system fails to understand the callers input.
9. Present callers the option to get schedule information for time(s) different than the next three
(3) times.
10. Present callers the option to get schedule information for a different day.
11. Be capable of interfacing with the CAD/AVL System at JAUNT if those systems are
purchased.
12. Recognize repeat callers.
13. Recognize repeat callers and customize user experience based on prior
stop/route/direction requested. This feature would require less input from callers and is
expected to shorten the call duration for repeat callers.
14. Be capable of handling different service day types (Weekday, Saturday, Sunday, etc.) and
any exceptions.
15. Support, at a minimum, two (2) schedule versions; one (1) current and at least one (1)
future version.
16. Provide a test environment for user testing.
17. Accept up to ten (10) aliases (common/alternate names) for each stop; JAUNT will
provide a list of aliases for stops.
18. Allow callers to speak with the Receptionist utilizing a simple voice command or a single
key press.
19. Allow a caller to start the session over at any time during the call using a simple voice
command or a single key press.
20. Allow a caller to get automated help about using the system at any time during the call.
21. Provide configurable customer menu options to deliver pre-recorded information. The
options would be used to access general information about JAUNT, fare information,
Reservations and Dispatch hours of operation, etc.
22. Provide secure role based access to a web-based administrative interface.
17
23. Provide a simple and secure web interface to allow administrators to record using
telephone as well as upload pre-recorded audio files for ad-hoc general, system wide,
route, and stop specific floodgate messages. The system shall allow administrators to select
start and end times for the messages. Those messages shall be easily programmable to be
played immediately or on a future day for a specified range of days.
24. Provide a simple and secure interface via telephone with limited administration
capabilities for use by authorized JAUNT users in situations when the system cannot be
reached via web interface.
25. Record all customer interactions with the IVR system and preserve the recordings along with
call details such as caller’s number, status of call, duration, and relevant information for a
minimum of sixty (60) days.
26. Allow authorized users at JAUNT to access, search and download call recordings and call
related information for troubleshooting and complaint investigations.
27. Log all call activity details and provide an easy to use, configurable reporting tool.
28. Keep all logs online for a minimum period of two (2) years or longer with the capability to
export the logs for offline use using non-proprietary tools.
29. At a minimum, provide the following canned reports:
a. Number of incoming calls with call duration details. b.
Average call duration.
b. Number of calls by time of day.
c. Number of calls by Service day type based on service defined in schedules (i.e.,
Weekday, Saturday, Sunday, Holiday, etc.).
d. Incoming line(s) capacity usage.
e. Number of incoming calls where the caller initiates transfer to JAUNT Customer
Service Center agent.
f. Number of incoming calls where the system is unable to recognize caller input and
transfers the call to JAUNT Customer Service Center agent.
g. Number of incoming calls where the caller does not provide input and the
system initiates transfer to JAUNT Customer Service Center agent.
h. Number of abandoned calls.
18
i. Number of repeat callers.
j. Number of requests by each individual stop.
k. Number of requests by each individual route and direction. m. Most frequently
requested menu options.
l. All reports shall support reporting by hour, day, week, month, year, and range of
dates and times.
30. Be capable of generating Custom Reports.
The proposal may suggest additional features available that are not mentioned in this section.
Suggestions must be relevant to the Scope of Work.
Performance Requirements
The proposed IVR system shall meet or exceed the following:
1. Answer every call at the first ring.
2. Transfer the call to the JAUNT Reservations Department, Dispatch Department, or
Receptionist if the system cannot understand user input in two (2) consecutive
attempts, or if the caller does not provide any input after being prompted twice by the
system.
3. Recognize the stop, route, and direction names as pronounced in the Central Virginia
area.
4. Be designed to process the caller’s voice and ignore any background noises.
5. Have an uptime exceeding 99.9% computed every month. Downtime includes
complete outage, degraded performance, or any deviation from normal operation of the
system. Planned maintenance time approved by JAUNT shall not be counted as
downtime.
6. Provide service that meets or exceeds a mutually agreed upon Service Level Agreement
(SLA) for Automation Rate, defined as the total number of calls where schedules are
correctly delivered divided by the total number of calls where schedules are requested.
7. Handle a minimum of twenty (20) concurrent calls and be scalable to meet the
JAUNT customer call volume.
If the system fails to meet the performance requirements for two (2) consecutive months, payments
to Contractor shall be subject to the following financial penalty:
• For every one (1) cumulative hour in a calendar month that the system is not available
19
for use by JAUNT customers, the total monthly invoice will be reduced by two
percent (2%).
Technical Requirements
The proposed IVR system shall meet or exceed the following:
1. Detailed technical documents of the system and processes submitted by the Contractor
shall include, but not limited to, schematics, flow charts, technical specifications and
data dictionary to substantiate all the requirements listed in the Scope of Work.
2. The system shall provide redundancy and automatic failover features.
3. The system shall be continuously monitored. The Contractor shall provide error logs
to JAUNT upon request.
4. The capability to instantaneously bypass the system and transfer service to an alternate
JAUNT telephone number in case of system outage shall be available to JAUNT’s
administrator. This feature will be utilized by JAUNT after thirty (30) minutes of
system outage.
5. The system shall provide a standard web browser based interface using the most widely
used web browsers for administering floodgate messages and other administration
activities.
6. The system shall accept pre-recorded floodgate messages in commonly used audio file
formats without requiring any specialized audio editing applications to create those pre-
recorded floodgate messages.
7. The system’s reporting feature shall use a standard web browser based interface.
8. The system shall allow the reports to be exported as PDF, Microsoft Excel, and Comma
Separated Value (CSV) text formats.
9. The Contractor shall fine-tune pronunciations for words used in the IVR system in
consultation with JAUNT before the system goes "live" and throughout the term of the
Contract as needed and requested by JAUNT, at no additional cost.
Project Management
1. The Contractor shall assign a Project Manager (PM) to work closely with JAUNT
for this project.
2. The Contractor’s PM shall be expected to follow the project through delivery of
requested services.
3. The Contractor shall develop a detailed project schedule that outlines all of the
activities for this project from Contract award through implementation, testing and
training. The project schedule shall be generated and maintained in Microsoft Project
software and shall show critical path and float between activities.
20
4. The proposed project schedule shall be updated in collaboration with JAUNT’s staff
within one (1) week of kick-off meeting. The updated project schedule submitted shall
include an actual start date and any necessary revisions requested by JAUNT.
5. The Contractor shall have a documented business continuity plan to protect against
possible service interruption due to an emergency event or system failure.
6. The Contractor shall have documented processes and procedures for restoring service
for situations where a reported service interruption cannot be resolved within one (1)
hour and for services that cannot be restored within twenty-four (24) hours.
7. Service transfer capabilities and the time to implement must be described for service
outage scenarios.
8. Service shall be hosted in a Statement on Standards for Attestation Engagements
(SSAE 16) data center and the data center shall maintain this compliance throughout
the duration of the contract.
Contractor Responsibilities
The Contractor shall be responsible for the following:
1. Licenses.
2. System Hosting.
3. Deployment, Training, and Testing Services.
4. Recommending any server Hardware & Software upgrades.
5. Telephony switch integration services.
6. Telephony board(s) (if required) to support port capacity required for service.
7. Porting of the published JAUNT telephone number and all associated telephony
charges for the duration of the contract. The phone number shall remain a local phone
number for the JAUNT service area.
8. Expansion of port capacity as required to handle short term “burst” call volume.
9. Integration of scheduled and real-time service data.
10. Loading, staging, testing, and making the data available for UAT before each schedule
change.
11. Ongoing Support and Maintenance.
12. Other responsibilities as agreed upon between the Contractor and JAUNT.
13. Project Management.
21
14. User Training.
15. Documentation.
16. Providing test plans and system testing.
JAUNT Responsibilities
JAUNT will be responsible for the following:
1. Any third-party integration license fees or charges.
2. Providing schedule information in GTFS format.
3. Providing real-time service information when it is implemented at JAUNT.
4. Providing location of all stops.
5. Assignment of points of contact.
6. User Acceptance Testing.
7. JAUNT shall allow porting of its published telephone number to a carrier of
Contractor’s choice for the duration of the contract. JAUNT will not relinquish the
ownership of its published telephone number to the Contractor or any proposed third
party.
8. Provide a telephone number that will receive the calls transferred by the hosted IVR
system to JAUNT.
Training
To ensure that JAUNT’s operating staff is properly trained to administer and use the
proposed system, training shall be offered as follows:
• “Hands-On” user training with sample scenarios.
• Explanation of all system commands, their functions and usage.
Training shall be conducted at the completion of all installation, testing and acceptance of the
system. Training manuals shall be provided specific to JAUNT’s use of the system.
Training materials, including a detailed training plan document, shall be submitted ten (10)
days prior to the commencement of training in both hard and soft copies. Training must be
accomplished on site at JAUNT’s facility.
The Contractor shall provide detailed training, including training manuals, to JAUNT staff for
the following:
• Administering the floodgate messages.
22
• Accessing, creating and using all reports.
• Preparing GTFS and GTFS Realtime data and any additional information or data
required by the IVR.
• All other administration, user, and maintenance activities.
Integration
Optional software data integration options are as follows (pricing should be separate):
• Flat file integration using Google Transit (GTFS) format
• Integration to TransitMaster (Trapeze)
Data provided will include all scheduled, real-time, landmark, stop and intersection data where
stop ID is matched to the corresponding intersection (when available) and landmarks.
Test Plans and Procedures
The Contractor shall provide test plans and procedures for user acceptance testing to ensure
that each test is comprehensive and verifies all the features to be tested. Comprehensive test
plans and procedures for the system shall place special emphasis on testing each function and
feature; checking error conditions; and, documenting and verifying the validity of all. The test
procedures shall be modular to allow individual test segments to be repeated as needed.
Test plans shall provide a high-level functional summary of the methods used for verifying
each function being tested. Test procedures shall include step-by-step procedures associated
with each test. All test plans and procedures shall be submitted to JAUNT for approval prior
to testing. JAUNT reserves the right to reject the test plans and procedures.
Acceptance Testing
The system shall be acceptance tested for compliance with performance requirements. The
Contractor shall work closely with JAUNT to perform acceptance testing and ensure that all
the features in the system are fully functional and operating to JAUNT’s satisfaction. The
cost for acceptance testing shall be the responsibility of the Contractor. Any deficiencies
found shall be the responsibility of the Contractor to rectify before acceptance is finalized by
JAUNT.
Reporting
Standard and ad-hoc reports delivered through a web-based reporting portal as described in
“Functional Requirements” and including the following:
• Real-time snapshot of system operational status: system utilization, call volume trend,
requested information, hardware diagnostics, etc.
23
• Data that can be analyzed for a defined interval (from date x to date y) detailing call
volumes, trends, peak loading, operator transfers, automation rates, etc.
Support and Maintenance
The Contractor shall provide ongoing maintenance and support services for the term of the
Contract to include, but not limited to:
1. Responding to all issues within thirty (30) minutes of being notified that a problem
exists.
2. Issues shall be logged and tracked by the Contractor in an issue management system
that shall be accessible by JAUNT for reporting new issues and viewing the status
of issues.
3. Notifying JAUNT two (2) calendar weeks in advance, by email and phone, of any
planned system maintenance. Scheduled maintenance of the system shall be
performed between 1:00 a.m. and 3:00 a.m. EST and only after obtaining approval
from JAUNT.
4. Outline, in detail, its policies regarding maintenance and provide telephone support
twenty-four (24) hours per day, 365 days per year.
5. Providing JAUNT with a support hotline phone number to report issues.
6. Periodic analysis of system usage and proposing ways to improve customer experience.
7. Providing a Support and Maintenance Plan document describing ongoing maintenance
and support procedures, service levels and service call initiation process before the
system is put into production mode.
Deliverables
The Contractor shall be responsible for delivering the following:
1. Fully functional system conforming to or exceeding the requirements of the Scope of
Services.
2. Traceability/conformance matrix providing a cross reference for all requirements
within the Scope of Services including any exceptions or suggestions.
3. Documentation in electronic format to include, but not limited, to the following:
a. System Configuration
b. High level architectural document depicting redundancy and automatic failover
features
c. System Maintenance plan and policy
24
d. System Support Contract for the Contract term
e. Test plans and procedures for user acceptance testing
f. System Administration manuals
g. User manuals
All documents submitted in electronic format shall be in searchable PDF format.
Optional Features
Information and pricing provided in regard to the following optional features, to the proposed
system, are for information purposes only and will not be considered as a part of the
evaluations. Pricing for these options shall be provided as an attachment to the Price Schedule
in Volume I, Tab C and shall be valid for one (1) year from system acceptance.
1. Using standard web browsers or mobile app.
2. Capable of responding to text messages where the user texts a stop ID, route ID, or a
combination of stop ID and route ID to obtain the next three (3) scheduled times and
near-real time arrival information when available.
3. Capable of recognizing QR (Quick Response) code posted on stop signs and provides
schedule information, including near real-time arrival information when available and
where applicable, for all routes servicing that stop.
4. Provide subscription based service for notifications related to route, stop, trip, etc.
END OF SECTION
25
PRICE SCHEDULE
Proposer’s Name:
BASE YEAR
Description
Quantity
Unit Price
Total Price
Vendor-Hosted IVR System (Software,
Hardware and Implementation)
1 each
$
$
Hardware Enterprise License Fee
1 years
$
$
Software Enterprise License Fee
1 years
$
$
Warranty
1 years
$
$
Maintenance
1 years
$
$
TOTAL BASE YEARS PRICE
$
OPTION YEAR 1
Description
Quantity
Unit Price
Total Price
Hardware Enterprise License Fee
1 year
$
$
Software Enterprise License Fee
1 year
$
$
Warranty (Per Year)
1 year
$
$
Maintenance (Per Year)
1 year
$
$
TOTAL OPTION YEAR 1 PRICE
$
26
OPTION YEAR 2
Description
Quantity
Unit Price
Total Price
Hardware Enterprise License Fee
1 year
$
$
Software Enterprise License Fee
1 year
$
$
Warranty (Per Year)
1 year
$
$
Maintenance (Per Year)
1 year
$
$
TOTAL OPTION YEAR 2 PRICE
$
OPTION YEAR 3
Description
Quantity
Unit Price
Total Price
Hardware Enterprise License Fee 1 year
$
$
Software Enterprise License Fee 1 year
$
$
Warranty (Per Year) 1 year
$
$
Maintenance (Per Year) 1 year
$
$
TOTAL OPTION YEAR 3 PRICE
$
27
OPTION YEAR 4
Description
Quantity
Unit Price
Total Price
Hardware Enterprise License Fee 1 year
$
$
Software Enterprise License Fee 1 year
$
$
Warranty (Per Year) 1 year
$
$
Maintenance (Per Year) 1 year
$
$
TOTAL OPTION YEAR 4 PRICE
$
SUMMARY BASE YEAR + 4 OPTION YEARS
Base Years
$
Option Year 1
$
Option Year 2
$
Option Year 3
$
Option Year 4
$
TOTAL PRICE
$
Notes:
1. Unit prices proposed for the IVR system shall include all costs associated with delivery,
implementation, programming and training (as required). Pricing shall also include all
overhead, markups and profit, and represent the total amount payable by JAUNT. No
other costs or fees will be entertained.
2. Provide the following information as an attachment to the Price Schedule:
a. A detailed breakdown of the IVR unit price.
28
b. Number of licenses included in both the hardware and software license fees.
c. Price per additional license above the enterprise license number.
d. Optional Features.
The undersigned certifies that he/she is an officer or responsible executive of the above firm and
is fully authorized to submit this proposal on said firm’s behalf.
Company Name
Signatory Name
(Please Print)
Authorized Signature
END OF SECTION
Date
29
SPECIAL PROVISIONS
1. TYPE OF CONTRACT
This is a service contract. Compensation to the Contractor shall be based on the prices established
in the Price Schedule; and, services in accordance with the Scope of Work.
2. PERIOD OF PERFORMANCE
The initial term of the Contract shall be up to twelve (12) months beginning with the date specified
in the Notice of Award and concluding on Acceptance to complete installation, configuration and
implementation of the IVR System. The Contract may be extended for four (4) additional one-
year terms from the date of Final Acceptance of the IVR System.
3. OPTIONS
At the conclusion of the initial twelve (12) months term JAUNT shall have the option to extend
the Contract for up to four (4) additional years on the same Terms and Conditions of the base
Contract and at prices set forth in the Price Schedule for the option years. JAUNT may exercise
the option by giving written notice to the Contractor within thirty (30) days prior to the date
on which this Contract would otherwise expire.
4. PAYMENT
A. Payment will only be made after receipt of a proper invoice. A proper invoice includes the
purchase order/contract number, date of invoice and a description of service delivered.
B. Mail original and one copy of all invoices to Accounts Payable, 104 Keystone Place
Charlottesville, VA 22902.
5. DISADVANTAGE BUSINESS ENTERPRISE (DBE) REQUIREMENT
No DBE Goal is assigned for this solicitation.
Although no DBE goal will be imposed on the Contract, JAUNT encourages the Contractor to
utilize the DBE Directory as certified DBE’s do exist for contracting opportunity, although in
negligible numbers. Any DBE participation on the Contract will be counted as race-neutral DBE
participation.
6. DOCUMENTATION
Documentation produced by the Contractor/Consultant as a deliverable under this Contract,
including but not limited to databases, reports, drawings, etc., shall be produced and submitted to
JAUNT in an editable electronic format, as well as, in print form upon consultation with JAUNT.
30
7. SAFETY SENSITIVE INFORMATION (SSI) DOCUMENTATION
Specific documents identified as SSI are any information or record whose disclosure may
compromise the security of the traveling public, transit employees, or transit infrastructure. SSI
may include data, documents, engineering drawings and specifications, and other records whose
disclosure could increase the agency’s risk of harm. Any of these documents produced for the
agency by a Contractor/Consultant must adhere to the following distribution limitation statement
specified in the FTA regulation to their document before submission, “Warning: This record
contains Sensitive Security Information that is controlled under 49 CFR Parts 15 and 1520.
No part of this record may be disclosed to persons without a ‘need to know,’ as defined in 49
CFR Parts 15 and 1520, except with the written permission of the Administrator of the
Transportation Security Administration or the Secretary of Transportation. Unauthorized
release may result in civil penalty or other Action.”
END OF SECTION